> I've never called a call centre for sympathy or jokes. It's always because I have a query I want an answer to or problem I want sorted ASAP.

Not every problem has a quick solution. Many are thorny and include lots of variables and long time spans.

Imagine trying to choose the right treatment facility for a child with leukemia that will accommodate your insurance and finances. Or what sort of care a senior parent with dementia and diabetes needs.

When the stakes are that high, having a human who can appreciate your situation and emotional state is almost mandatory.